In the automotive industry, trust and transparency are no longer optional; they have become key components. Dealerships that communicate clearly and responsibly with their customers strengthen relationships and improve overall experiences. In this episode of Tech Transformed, host Trisha Pillay speaks with Sean Barrett, Chief Information Officer at CallRevu, about how dealerships can navigate the changing landscape of communication while maintaining accountability, compliance and operational resilience.

Communication has always been at the heart of dealership operations. The phone system was once the primary lifeline between customers and dealerships, giving managers the visibility needed to ensure interactions were handled correctly. Today, communication extends far beyond the phone. SMS, MMS, instant messaging, and other channels allow customers to engage in multiple ways.

Sean explains how integrating these channels into a single technology platform provides managers with a clear view of all interactions, ensuring employees follow policies and customers receive the attention they deserve. This approach strengthens trust and improves the overall customer experience.

Alongside multi-channel communication, compliance and data privacy are critical. Regulations like GDPR and UN R155 require dealerships to protect customer data while maintaining seamless communication. Transparent practices, combined with adherence to regional rules, help build trust and protect both customers and the dealership’s reputation. Observing patterns in customer interactions also allows dealerships to make informed decisions, improve processes, and enhance service quality. Using these data insights, dealerships can make communication more effective and meaningful for every customer.

Reliable infrastructure underpins all communication efforts. Sean shares how dealerships can prepare for unexpected disruptions with geo-redundant systems, cloud-based platforms, and layered internet backups, including options like Starlink or fibre connections. These measures ensure dealerships stay operational, customers can reach them without interruption, and business continuity is maintained.

As new channels emerge, proactive preparation is key. Dealerships that view communication as an investment, rather than a cost, position themselves for long-term success. Monitoring trends, adapting quickly, and fostering transparency help maintain strong customer relationships even as expectations evolve.

Staff development is a critical component of a communication strategy. By using insights from technology platforms, dealerships can guide employee training, build accountability, and create a culture of learning. Confident, well-trained teams contribute to consistent, high-quality interactions that enhance customer trust.

Success in automotive communication isn’t just about adopting the latest tools—it’s about building systems and practices that protect customers, support employees, and foster trust at every touchpoint. Sean Barrett’s insights provide a roadmap for dealerships aiming to elevate communication strategies, improve customer satisfaction, and